Shared Service Desk Analyst
1 day ago
**Job Title**: Shared Service Desk Analyst
**Location**: Yiewsley, West Drayton
**Salary**: £25,000 per annum
**Job Type**: Full Time, Permanent
**Shift Rota**:Mon - Fri (including Bank Holidays) split over 3 shifts covering 07:00 - 19:00
**Hours**:37.5 hours per week
Established in 1979 and incorporated in 1985, this company is one of the largest independent IT service & support companies in the UK. Their philosophy of 'service beyond the call' delivers a high level of support to all your company's communications anddata management requirements.
**Main Duties and Responsibilities**:
- Must be self-motivated with excellent customer service and liaison skills
- To be proactive and "own" calls residing on the Service Desk
- Drive/manage calls to resolution within SLA
- Act as a first line escalation point (for immediate issues) and refer more complex issues
- Liaise with customers and 3rd Parties
- Develop & share content in Knowledge Base
- Pro-actively resolve issues with service calls, escalating when required
Essentials
- Excellent communicator both written and verbally
- The ability to work well alone and under pressure
- Previous experience of Wintel environment
- Analytical Skills
- Clear and professional telephone manner
- Assist with assignment of calls
- Assist with call queues.
- Basic Hardware knowledge (HP platforms)
- Build knowledge of Bespoke Business Apps
- Wintel knowledge (XP/Win 10, Windows Server 2003/16)
- Basic Networking knowledge
- BES Administration/Device Activation
- Basic Exchange Administration
- Assist with Tablet & Mobile Devices issues
- Working knowledge of Google Apps and MS Office 365
- Knowledge of ITIL practices and processes
Preferred
- MCITP Windows Server/Workstation Administration
- Microsoft Office Specialist (to include MS Azure and O365)
- Citrix certification
- ITIL Service Management Foundation
- SAN technologies
- Citrix
- Ms Exchange
- Smartphones
- SQL
Please click on the **APPLY** button to send your CV and Cover Letter for this role.
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